GENERAL TERMS AND CONDITIONS (T & Cs)

Article 1. Purpose

This document informs the public about the terms, rules, and guidelines for using our facility and services. It also helps our customers be aware of their rights, duties, and obligations while using our services. By placing your order, you agree to be legally bound by all the Terms and Conditions specified in this document. This document is available on our Website at https://sudsltd.co.uk/ and accessible in our Shop. Customers are required to read our Terms and Conditions before using our services. In this document “We” means SUDS Ltd, and “You” means YOU, our valued customer.

Article 2. Our Target Audience

Individuals and Houses,
Hospitals, Care-homes, Kindergartens,
Companies, including Hotels, Motels, Guesthouses, Coffee Shops, and Restaurants.

Article 3. Membership

We offer an annual membership program to give you the privilege and allow you to enjoy the significant benefits of our services. Membership allows you to enjoy special privileges and discounts and fosters a closer relationship between our company and you.

Membership Benefits

21% Off on all your Online Orders.
21% Off on all your Express Orders.
21% Off on all your Celebrity Service Orders.
Members can get benefits by using our Inside facility without booking and without extra charges that non-members would not get.
Free Collection and Free Delivery as Scheduled by Members.

Annual Membership

Members are required to pay an annual fee of £10 per month or a one-time payment of £60 per year. Members can pay via our Website or Mobile Application.

Article 4. Customer’s Privacy

Your information is treated with the utmost care, professionalism, and confidence and will be never passed onto any third party or used without your consent. Your privacy will remain confidential, safe and secure.

Article 5. Our Price

Our Prices are fixed and are based on the market, but we reserve the right to change our prices at any time without prior notice. All prices are from, and subject to change from time to time and may vary due to the texture of the garment, service required, and value of the garment.

Article 6. Estimates

Price Estimates produced from the assessment of photos will be used as a price guide only. More accurate price estimation will be based on the inspection and assessment of your garment in person.

Article 7. Payment

All prices are inclusive of VAT. Payments must be made in GBP and can be paid via cash, bank transfer, or cheque.
Payment needs to be made to us in full by the time you place your order or before we can release items back to you.
Payments are not refundable without proof of payment or if there is no reasonable justification.
We reserve the right to suspend serving you if old orders remain unpaid without justification.
To cancel an order, we hold the right to apply a cancellation charge at the rate of 5% of the total amount of the order.

Article 8. Services We Offer

We have the privilege to offer the following services to our valued customers at their convenience:

8.1. Dry Cleaning Service: Our Dry Cleaning process includes using Chemicals – solvents other than water to get oily or greasy stains out of your garments.
8.2. Laundry Service: We provide laundry service that includes washing, drying, and folding your garments with the help of our professional and dedicated launderettes.
8.3. Wash And Iron: We provide fast and cost-effective washing and ironing services.
8.4. Tailoring-Alteration Service: We provide Alteration, Tailoring, Sewing, and Designing Services in a convenient and timely manner.
8.5. Curtain Cleaning Service: We provide Curtain Dry Cleaning in the most effective way of banishing all accumulated dust, and dirt that will result including full non-shrinkage guarantees.
8.6. Shoe Polish – Repair: Convenient and timely shoe polish, and shoe repair services.
8.7. Rug – Carpet Cleaning Services: We provide convenient and timely rug and carpet cleaning services.

Article 9. Type of Service

We offer two types of services. Normal Service and Express Service. Normal Service takes up to 48 to 72 hours and Express Service takes same day if the order is placed before 12:00am or next day.

EXPRESS SERVICE TERMS AND CONDITIONS

By using the Express Service offered by SUDS Ltd, you agree to comply with and be bound by the following terms and conditions: By using our Express Service, you confirm that you have read, understood, and agreed to the above Terms and Conditions.

1. Service Description

Our Express Service is designed to provide faster processing and delivery of services than our standard offerings. The Express Service is available for all services, regardless of item quantity or price.

2. Eligibility

Orders must be placed before 6:00 PM on any of our business days.
A valid delivery address must be provided at the time of order placement.

3. Pricing

The price for using the Express Service is an additional fee added to the standard service fee. The Express Service fee is three times the cost of the standard service fee, as outlined in our Price List and on our Google Account.

4. Order Processing & Delivery

Order Processing: Express orders will be processed as quickly as possible and prioritized over standard orders. By selecting the Express Service, the customer agrees to the additional charge as outlined in these terms.
Delivery Time: Express Service orders will typically be delivered within 24 hours, depending on the service and location. Delivery times may vary due to unforeseen circumstances.

5. Refund and Cancellation Policy

Cancellation: Orders for Express Service may be cancelled within 1 hour of placing the order. After this time, cancellations are not permitted, and the customer is bound to pay in full for the service rendered.
Refunds: If the Express Service fails to meet the guaranteed delivery time due to SUDS Ltd’s error, a partial or full refund may be issued at our discretion. Refunds are not available for delays caused by third-party factors such as weather, or other external circumstances.

6. Customer Responsibilities

Providing accurate and complete contact information and delivery address.
Being available to receive delivery or providing necessary access for service completion.
Promptly paying any additional fees related to the Express Service before collecting their items back.

Article 10. Place Your Order

You can place your orders through our user-friendly Website or Mobile App. Alternatively, you may visit our facility and place an order in person. Upon handing over your items to the front desk, you will be given a ticket order. You are responsible for ensuring every item is recorded in the ticket according to the items given and that the ticket value is FINAL as agreed.

Article 11. Collecting Your Items From The Shop

Upon collecting your item/items from the shop you are required to present a Valid Ticket Order at the front desk. If by any chance you lose the Ticket Order, you shall immediately report it to us. Our team will try to find your items and serve you without the ticket order. Lost tickets will require you to sign for the order collected.

Article 12. Free Collection and Free Delivery

We provide Free Collection – Delivery Services for all our Member Customers regardless of the order value. For Non-member Customers we can provide Free Collection – Delivery if their order equals or more than £30.

You are responsible for providing a clear delivery address, postcode, contact number, and date and time for the collection and delivery. If your collection and delivery address is in the Congestion Zone, you are responsible for paying for Congestion Charge for both collection and delivery. By any chance, if the customer is not available at their scheduled collection and delivery time without prior notification, the company will have to reschedule for a later pickup date.

Article 13. Dry Cleaning

We provide dry cleaning services for customers’ clothes based on Garment’s Care Label Instructions. In case, if any item or items suffer a colour loss, shrinkage/texture, or any other damages during the dry cleaning process that has been cleaned by the manufacturer`s instructions we do not take responsibility. However, if any damages do incur, and you request an explanation, we will then put it in writing for you explaining the reason, in which you can claim your refund from the manufacturer. In the absence of care label instructions, we will require your consent in writing to authorize us before processing and dry cleaning your item. But if the chosen method causes any damage to your item, we shall not be held liable.

Article 14. Stains and Spot Removal

YOU are responsible for mentioning if your garment has a stain on it when you leave the garments with us. We try our utmost to remove the stains from your garment, but we cannot guarantee the removal of every type of stain. We will only process stained items at the owner’s risk and the results cannot be guaranteed. Obtaining verbal or written consent from the owners is compulsory. This means, that if the chosen method of processing damages your item, we will not be held liable, it is entirely at your own risk.

Article 15. In Case Of Discontent

Although we have quality control where we check each garment before we pack, if we are unable to remove stains we usually inform customers before. If something slips through and you are not completely satisfied with the quality of our dry cleaning, we will re-clean your item free of charge, as long as it’s within 24 hours.

Article 16. Leather Cleaning Services

We proceed with cleaning your suedes and leathers on the basis that you understand the following risks:

We cannot accept responsibility for any dye bleeding into the lining of garments when carrying out a complete re-dye. We endeavour to protect the lining by masking off the area, though it is not always successful and can on occasion bleed through.
We cannot accept responsibility for the loss of colour. Some dyes are soluble in the cleaning solvent. So the original colour cannot always be restored.
We cannot accept responsibility for shrinkage. Sometimes skin overstretched during tanning may shrink.
We cannot accept responsibility for colour shading from adhesives. Sometimes it happens that glues used during construction that are not solvent-resistant may seep through the leather causing dark areas.
We cannot accept responsibility for removing stains. Some stains cannot be removed without causing damage to the colour or skin.

Article 17. Service Wash and Self Service

We provide service washing and self-service inside our facility to our members and non-members customers.

SERVICE WASH BY SUDS:

Customers can bring their service washes to our facility and place them at the customer service desk. We collect, clean, fold, and pack your laundry with the help of our professional launderettes. Small Service Wash £30 and Big Service Wash £50.

It is the customer’s responsibility to separate lights from darks into separate bags and ensure all items are tumble-dryable and washable. It is the customer’s responsibility to check the suitability of all items for washing and tumble dry.
Customers are informed that Non-tumble dry, hand wash and feather-filled items cannot be included in Service Wash and we cannot take responsibility.
You are REQUIRED to inform our team immediately if any of your items are sensitive, or are not suitable for Wash. If you leave your items without your instructions, they will be washed without our responsibility.

SELF-SERVICE WASH:

We have two options for a Self-Service Wash. MEMBER and NON-MEMBERS.

Member Customers:

All member customers should fill out the membership form and pay a monthly membership fee of £10. The membership will be approved and live within 24 hours.

MEMBERS

Small Wash: £6
Big Wash: £7
Dryer 4 Minutes: 50P
Washing Liquid: £2

NON-MEMBERS

Non-Member Customer: Customers who do not want to register themselves as a member, but would like to use our self-service facility. They can come to the shop and use our facilities. The Non-Member Customers shall pay upfront before using our service as follows:
Small Wash: £10
Big Wash: £15
Small Dryer: £10
Big Dryer: £15
Washing Liquid: £2

Article 18. Damage Or Loss

During the cleaning process, we do not hold any responsibility for any damage or loss to any accessories attached to your clothes. An “accessory” means (but is not limited to) belts, zips, detachable hoods, collars, buckles, buttons, broaches, and beading (all types). We do not hold any responsibility for the damage to Painted Logos, Sparkles, Leather Trims, Furs, Signs, and Inner Linings and damage to weak and tender fabrics.

Upon collection of your items from us you are FULLY responsible for CAREFULLY COUNTING and CAREFULLY CHECKING to ensure your Item or Items are returned to you as initially recorded and are in good and satisfactory condition before leaving our facility or before our agent leaves you. Any discrepancy in collection counts needs to be vocalized upon collection or if you notice any damage in your garment, you are required to immediately inform us within 24 hours from the date of receiving your item/items. WE ACCEPT NO LIABILITY IF YOU REPORT TO US AFTER 24 HOURS.

In the event of damage, we will investigate the issue carefully, if we determine we are responsible then we will replace the item or offer a service credit agreed upon by both parties. If the Damage is UNCLEAR who is responsible for the damage then we seek advice from an independent analysis by a Fabric Care Research Laboratory http://www.satra.co.uk.

Article 19. Claim

Under some special circumstances, there may be damages or losses to the item/items during the cleaning process, which will be either it can be attributed to the Manufacturer’s Fault or under some special circumstances, there may be damages or losses to items due to our Company’s Fault.

18.1. Manufacture’s Fault

Fugitive Dyes – Dyes that are not colourfast to cleaning solvent or water – are the biggest manufacturer-related problem. In these cases, despite the instructions on the care label the dyes on the garment dissolve when cleaned with solvent or water. The colour loss may occur throughout the garment or be localized in certain areas. For instance, the pink flowers on a pink-and-white print may be solvent-soluble, and, after cleaning, the garment may come out completely white.

In such a case, we do not undertake any responsibility if any damage occurs during the dry cleaning process if the garment does not meet the manufacturer’s Care Label requirements and instructions. Any damage means (but is not limited to) all types of painted logos, any painted lining, leather trims, signs, colour, sparkles, and inner linings.

If there is a manufacturer’s fault, in such circumstances, the customer will have the legal right to go to the main manufacturer and ask for compensation. In such circumstances, our company can provide you with a letter describing the situation.

18.2. OUR Company’s Fault

If there will be a loss or damage to any item by our team, we take full responsibility for it and will pay compensation if you have proof of the value of the item/items. Liability for any reason is limited to 10 TIMES the cleaning cost of the item as determined by the Textile Services Association (TSA) http://www.tsa-uk.org fair compensation guidelines when a valid proof of purchase is provided. Where proof of purchase cannot be provided, liability will be limited to 5 TIMES the cleaning cost of the item as determined by the Textile Service Association (TSA) fair compensation guidelines. In the event of damage if we determine we are responsible then we will offer a service credit agreed by both parties.

We follow the (TSA) industry guidelines for fair compensation. From these guidelines, we would potentially compensate you once liability is proven by us. The Proof of the purchase and original value MUST be clearly established and provided by you. We do not replace old for new and therefore need to establish the age, state, and condition of the item(s) before any compensation is paid out.

Article 20. Refunds and Returns

No refund claims will be granted once the service has been carried out. In the unlikely event that you are discontent with our service, you are most welcome to return your item/items to our facility with the receipt, ensuring the item is unworn and unused and we are most happy to reclean your item once again FREE OF CHARGE.

If you are unhappy with our cleaning, you are responsible for notifying us of such a case within 24 hours from the time you collect your item. We will not be responsible for any such claims if you notify us after 24 hours.

Article 21. Disputes and Resolutions

We will acknowledge any complaints that are brought to our attention via letter or email by written response within 14 Working days, detailing our understanding of the complaint to ensure we have the correct details of the complaint being made.
We will begin an investigation into the complaint by speaking to the relevant staff and gathering information from any files and correspondence relating to the customer and the complaint.
We may request photos and if we consider it necessary, we may need to arrange a physical inspection of the item/items.
The overall period of comprehensive investigation will vary, but the maximum time frame will be up to 60 working days.
Once we have completed our investigation we will inform you of our findings whether there is a fault or no fault found and what if any action we propose to take to resolve the complaint within 60 working days.
If a resolution cannot be reached, alternative dispute resolution methods may be pursued.

Article 22. Aggressive or Unreasonable Behaviour

We know that when you contact us, the things you want to communicate to us are very important to you. They are important to us too. And at times, we know that sometimes issues being discussed can be frustrating or distressing for you. To help us understand and deal with your inquiry, we expect mutual understanding and mutual respect between us. Our staff deserves to be treated with good manners, and respect. We will not accept or tolerate any behaviour, communication, or language that we consider to be abusive toward any of our staff. This includes but is not limited to behavior that:

is violent or makes verbal or physical threats of violence and is abusive, insulting, and threatening,
uses racist, sexist, or any other discriminatory language related to a diversity/protected characteristic,
includes any other form of discrimination,
refusing to cooperate, or clarify an issue or matter, despite our offers of help,
insisting on a face-to-face meeting when we do not consider it necessary,
persistent refusal to accept explanations relating to what we can or cannot do.

Article 23. Refusal

All our staff have the right not to be subjected to abusive or unreasonable behaviour, insult, harsh language, or communication, regardless of the circumstances and we cannot tolerate it. We reserve the right to refuse any customer’s order if there is a threat of verbal abuse, insult, or misbehaviour toward our staff. Acceptance of orders is at the company’s discretion.

Article 24. Uncollected Items

We are responsible for keeping your items for 90 days. Uncollected items may be disposed of after 90 days. We will not be held liable for any loss that you may suffer in such an event. In case, you are out of the country or for any reason you are unable to collect your item within 90 days, you must inform us immediately.

This document is comprised of 23 Articles and was approved by the SUDS Laundry and Dry Cleaning Management In January 2022.